ATECID Development Division

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Customer Satisfaction Assessment

This context isa fundamental of any quality system, and specially of those according to ISO 9001, that in the year 2008 review remarked this aspect among others. It is the principal reason of the functions and results of the quality system and the basic reason for the certification to provide confidence to the company customers. But, Who are the customers? and more specifically, Who are the customers of the certified system and scope? In many ocasions, the scope and perimeter is closed at the delivery of processes, products or services to commercial departments of the company and system, in these cases our customer is the one in the other side of the permiter, that can be perfectly another comapny of our group or not, responsible for the marketing and sales. in summary, ther always exists a customer and its satisfaction is part of the fundamentals and is critical, so, why are there so many companies not measuring this satisfaction?

We can help you to identify the market perception about you, in which product or service characteristic are customers more satisfied or who do and who don't. Moreover, with these type of studies your company can identify clear improvement aspects, that can be moved to the process, with direct result in your customers perception.

ATEC+ID designs strategies and customer satisfaction assessment surveys, we make them and document them, can be designed for internet, telephone, personal interviews or focus groups. We collect the relevant and useful information to understand the strengths and weaknesses of the analyzed companies, products, etc, what allow us to bring this neutral and objective information into value por the decisions making about the commercial performance and success of the company and its communication. We can use diferent methods as a function of the type of customer, objective, and scope, we use in general personal interviews, in any language and made by trained personel over customer satisfaction and interviews, specifically:

Traned in interviews technics

With knowledge about the main specific objectives

Subjected to strict confidentiallity

The interviews are developed in a semistructured way to facilitate the opening of free dialogue, letting the interviewed express in freedom. This facilitates trust in non automatic interviews, encouraging to enrich the information. The potential objectives and results of these studies are:

OBJECTIVES AND RESULTS

The perception customers have about our company

What themes illustrate or determine the assessed company image

The evolution in the last 12 to 24 months

Improvement / Degradation

The current level of customer satisfaction

Quantitative aspects in statistical form

The reasons of dissatisfaction and discontent

Quantitative aspects in verbal form

The impact of our services and benefits

The customers loyalty (loyalty index)

Diferences in the perception compared with the competence

Concurrent benchamarking

The needs and expectations of the customers

We use rather a model than a definition, from objectives parameters that define the customer satisfaction and founded on facts, allowing moreover, to detect other relevant parameters subjective in nature. Our studies go from the deviations between known quality by the borrower and the one perceived by their customers and identifying these gaps. To show graphically these diferences we use diferent types of graphs and representations as radar type, a 100% blocks, clusters in point clouds, in order to measure the satisfaction index, the loyalty one, to identify the added value, the mirage (beliefs of the executives of the assessed company which do not correspond with the reality of their customers), identification of think tanks and the quality of internal and external communications.

Nowadays, in western countries, it is considered passed any quality problem before the placing on the market of any product, and moreover what customers value most is the quality of the service. The serice quality can involve simple processes like providing clear and correct information/specifications together with a good communication or involve more complex processes like approvals, etc, but it is necessary to know the level of performance of our competitive environment to be able to improve or to keep our competitive position.